Every angle we've seen on MH370
2:28

As it has unfolded, the mystery of missing flight MH370 and the incredible twists and turns in world news coverage.

news.com.au

25 Mar 2014

News

MALAYSIA’s response to the disappearance of MH370 is one of the worst examples of crisis management ever seen, a public relations expert says.

As Malaysian authorities finally confirmed the missing Boeing 777-200ER had crashed into the remote southern Indian Ocean with no survivors, Anthony McClellan of AMC Media said the crisis response had been marked by mixed messages, slow information and “ham-fisted” and damaging treatment of victim’s families.

“My overall view is that it’s one of the worst cases of crisis management communications I’ve ever seen,” Mr McClellan, a public relations consultant who has represented clients including James Ashby, a political staffer who sued former speaker Peter Slipper for sexual harassment, said.

Malaysia Airlines, the Malaysian Government and the country’s search and rescue agencies have borne the brunt of criticism from frustrated families, foreign governments and the media for providing inaccurate and often contradictory information and keeping them in the dark.

Investors have also run away from the government-backed airline, with Malaysia Airlines’ share price falling 10 per cent since MH370 went missing — plunging to just 22.5 Malaysian sen (8 Australian cents).

The airline’s share price has been on a downward run for a decade and is about a tenth of its value in March 2004.

Mr McClellan said the poor response had been exacerbated by a “historically authoritarian” political culture, adding it would do “inestimable damage” to the reputation of both Malaysia as a country and to Malaysia Airlines.

Upsetting relatives ... Malaysia Airlines Group CEO Ahmad Jauhari Yahya, who said that if he resigns, it will be a personal decision taken later. He stood with Nor Yusof, chairman of Malaysia Airlines yesterday. Picture: Vincent ThianSource: AP

On Monday, many of the friends and relatives of the 239 passengers and crew on-board were given confirmation MH370 had crashed into the Indian Ocean by late-night text message.

While the airline said it had done this only when it had been unable to reach them by phone, Griffith University crisis management expert Dr Hamish McLean said it was a mistake.

“Is text message a sensitive way to provide information, probably not,” he said.

Families of Flight 370 Passengers React With Shock
1:30

Relatives of the passengers of lost Malaysia Airlines Flight MH370 reacted with grief after announcements that the plane went down in the Indian Ocean with no survivors. Via The Foreign Bureau, WSJ's global news update. Photo: AP

WSJ Live

25 Mar 2014

News/World

The carrier and French officials were widely praised for keeping relatives regularly informed and avoiding speculation.

Deakin University communications expert Ross Monaghan said the prevalence of social media had made it even more important that “credible information” was provided by the Malaysians.